Customer Experience Associate, Nashville

The Farmer’s Dog is the fastest growing pet health service company in the US, and was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care – a fresh proposition in an industry riddled with manipulative and misleading marketing. We’re starting by radically improving the $100 billion pet food market, replacing bulk bags of highly-processed pellets with a personalized subscription service that sends healthy, freshly‑made dog food, balanced by top veterinary nutritionists, directly to customers’ doors.

Our ultimate goal is to create innovative, honest, and delightful experiences across all aspects of pet care, and we believe our direct‑to‑consumer business model, holistic approach to growth, and dynamic and forward‑thinking culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer’s Dog has delivered hundreds of millions of meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to our customers, health to their companions, and much‑needed change to the way people feed and care for their pets.

Are you a dog person who has always thought that there was a better way to deliver service – simply, easily and with love – just like our food? Do you have a desire to engage in meaningful conversations while helping our customers improve the quality of their dog’s lives? Are you passionate about the idea of disrupting the pet food industry and providing healthy human‑grade food for dogs?

Our Customer Care Department (CC) is looking for full‑time dog people who will be the eyes and ears of our customer service organization. We need people who can consistently deliver a positive, world‑class customer experience via phone, email, chat, and text. Our goal is to resolve customer queries with fast, friendly, and courteous service.

Service can include responding to inquiries regarding billing, delivery status, account information, updating payment methods, nutritional information and general questions about subscriptions.

• Deliver exceptional customer care through inbound phone contacts, email, chat, and text.
• Resolve customer issues with a high degree of empathy while building value in our products.
• Respond to customers in a timely manner with thorough and accurate information.
• Document customer interactions in our contact management system and CRM so that we understand how to improve the customer experience.
• Work independently with customers but also be able to share information about these conversations with your colleagues, e.g. Managers/Ops Managers and Cross‑Functional Managers.
• Reliable and regular attendance to ensure appropriate shift coverage to service our customers and their pups.
• Comply with all company and department policies and procedures.

• You provide service with a human touch to each and every customer you help.
• You are exceptionally comfortable speaking on the phone with customers and responding to customers through other real‑time channels, such as chat and SMS.
• You are resilient. You’ve developed skills that allow you to overcome the daily challenges of a CC role.
• You’re flexible, a multitasker, and comfortable balancing multiple priorities when needed.
• You are proud of your ability to de‑escalate unhappy customers and turn them into advocates.
• You pride yourself on your outstanding interpersonal and organizational skills.
• You thrive on going above and beyond for people and treating each customer conversation as unique.
• You operate with ownership, are a self‑starter, and have a strong attention to detail.
• You don’t mind a little background noise, the occasional bark, or a hallway laugh — just part of the soundtrack of our in‑office days. Consider it a feature, not a bug.
• You keep a positive demeanor as you learn, grow, and develop in a new environment.
• You are uniquely YOU! We’ve found that dog lovers with a variety of backgrounds and interests can excel. Whether you’re starting your…